Virgin Media Outage in Croydon, Greater London, England

@virginmedia I messaged your Text Message service this morning and was told 'we are sorry but our IT dept are still looking into fixing this'. When I said they have been looking into this now for 13 days I received NO REPLY! Back that was at 13.17

@virginmedia No, there is an IT fault on my account which is stopping a call being raised for an engineer to call out. Your IT people were notified 12 days ago and have still not rectified the problem.That is what is causing the whole problem.

@virginmedia Thank you for reaching out and the outage checker showed no signs of any issues, but clearly there was an issue with your router connectivity - I’m now running a self test to see if anything changes.

@virginmedia There is an IT fault on my account that is stopping you issuing an engineer visit to my property. This is what's causing the main problem your IT dept have not fixed the problem they have known about this since 7th March.

@virginmedia So this afternoon I have emailed your CEO Tom Mockridge hopefully he might be able to help! Virgin Media should be ashamed of its Customer service.

@virginmedia I again called you call centre this morning and spoke to a chap called Elaric or that's how it is pronounced he promised to look into my problem and call me back in one hour that was about 10.30am but he has not contacted me.I gave him my mobile and work tele numbers and my email

Two virgin media dudes came to fix my WiFi last year and I basically had to argue with them to remove their shoes before coming in. I even said u can keep socks on. One straight up just refused. I told him he could stay outside then and he did lmao 😂 so whack

@virginmedia No known issues in the area!

Love this, just called up @virginmedia to tell them I am leaving and they are too busy to take the call!! 🤔 that’s how you keep a customer.

@EE Reach the 12th month in April I think. Plan on going into a store to re-negotiate another year but as @virginmedia use your network and if they offer the same services then really comes down to paying less for receiving the same :) no hard feelings 😘

@virginmedia It’s still not working!

@virginmedia Both still not working before I left for work this morning.

@virginmedia are unbelievable. Took a direct debit in error at end of January from my elderly father, promised to pay back in 5 days but didn’t. Then promised 7-10 days but again didn’t. Still no refund and now not even responding to formal complaint. Disgusting!

@virginmedia Thanks sorted mums out, trying to sort my new packge out but the customer service is appalling and being a longtime customer means nothing at #virginmedia they are unable to offer me anything. Not impressed at all, especially when the whole family is on #virginmobile 😡

@virginmedia @cpu_fox Just to feed in here that we've had intermittent broadband problems in SE13 7 as well for last few days, particularly bad today. Clearly something up. But status on website says "No known issues"

@virginmedia Useless info link. It's #virginmedia who are bad here not our internal equipment. We know all this but what are you doing about your #badcustomerservice

@virginmedia poor internet service yet self check says no issues and no online agents available

@virginmedia Of course: since Wednesday night, service is down due to outage and estimated time keeps being pushed forward! First it said 6:35 yesterday, then it was 10pm, then today 9am, then 5pm, then 9pm. Still down! Service completely down SE18 and looks like there’s nothing concrete.

@virginmedia your service is shit. Outtages ongoing and no news via text. This afternoon: “everything sorted by 6pm” but nothing sorted. **** your stupid TV, it’s broadband we want. Awful service!

@virginmedia Its been 6 months and the solution was to not use the virgin router...thats not a solution

@virginmedia any ideas when you are increasing your price next...so I can cancel my contract early

@virginmedia Dont use the virgin router switch off wifi buy another router and use the virgin one as a modem. I did this at another property and its fixed all my issues apart from the dns issue. Thats an issue due to the way the virgin router works

@virginmedia After four days waiting for an engineer, at last one attends but still I have no internet access or television, as "the system is down"! I am so looking forward to changing provider, you are utterly useless and unfit for purpose!

@virginmedia Well we already had an engineer out and even he confirmed its the most problematic router virgin has given out. Especially with the dns issues. We also have 6 people in a 3 story house. We were told adding wifi extenders also cause issues so we cant even get signal now...

@virginmedia broadband really slow and on and off yet your checking service says nothing wrong

@virginmedia I’ve no date for new place yet. I’ll be living somewhere very temporary in between. Eek. #help

@virginmedia Guys, the business does the work to retai the customer, not the other way round!

@virginmedia To be honest LC, simply improve the quality of the customer service calls. - Too much noise in the background - No follow through on requests - Not able to find out details yet we’re paying customers. Everything is sorted now, just frustrated

.@virginmedia why is it when my WiFi ain’t working it takes you a week to solve the problem - I should of went with Sky it’s 2019 you know! These times you’ve been double charging me for my WiFi since 2017! 😡🤬

As a long time fan and customer of the @Virgin brand, #virginmedia is a joke. Customer service ❌ Reliable information ❌ Quality of service ❌

@virginmedia some dead ass network, I get better network on the underground @TfLRail

@virginmedia Just tried to call to get a quote for broadband and TV - after a 12min wait I got to an operator who I could not understand or hear, and who in turn did not understand the alphabet. Awful customer service, was ready to switch from Sky but not going through that again

@virginmedia @SkyUK everybody be careful virgin media sending a gangster for installation to the people house and you don’t listen to them they threatening customer

@virginmedia Unfortunately there is no solution and I’ll have to wait until the new SIM card arrives. Until then I cannot use what i pay for

@virginmedia your customer service needs work! Been around the block for 2 days trying to get my number working, thought there was a solution, turns out it was a false promise and back to square 1. All because someone on your team decided to activate a SIM that I didn’t even have

@virginmedia 24 hours without WiFi. Still awaiting callback to arrange engineeer, who couldn’t be scheduled yesterday due to a systems fault. Tried calling but unable get through. Please help. I was guaranteed a call back by 1500 today. Not impressed with customer service.

@virginmedia #broadband Virgin Media customer service are useless. They say they can’t do anything today as have system problems call back maybe tomorrow. Waste of money having Virgin Media broadband

@itsjoerack @virginmedia Odd! I'm in Streatham. Not that close. Can't be local exchange if same issue.

Just called @virginmedia help line and they hung up when I asked for a recording of the call. This being the second time they had asked for 3 characters of my passwor (having gone to a 2nd department) @MoneyTelegraph

@virginmedia The base light is a very light green, that’s on all the time. The Wi-fi light is green and keeps flashing. I’ve been running diagnostics checks for some months now, and it always says there’s a connection problem with the wi-fi.

@virginmedia terrible customer service. I pay for one of the best package of broadband and I don’t have signal, called CS was said only on Monday a engineer ll come here hey I work from home and I will be losing 2.000£ for 3 days without service. Cancelling virgin services ASAP

@virginmedia internet is a load of crap can’t even use WiFi in my house😭

@virginmedia is very bad

@virginmedia Spoke to tech support last night. All sorted 👍

@virginmedia Yes I do understand that I am not stupid. I have emailed you. Your chance to sort this out. You have messed up, conned, lied, obfuscated, obstructed and acted in bad faith for 6 months. Please stop.

@virginmedia down again what a surprise 🙄 no wi fi again!

@virginmedia It's not good enough. Just sort it out. You know as well as I do Robert that your corporate word is meaningless. I am out of the country for some days. What bit of that don't you understand. Just offer me a solution

@CustomerFirst2 @virginmedia Have completed a CISAS complaint file last week.

@virginmedia Please note that I do not consider the complaint closed. That I feel you are bullying me to agree to this. And that I have clearly expressed my dissatisfaction accordingly. Please note this. Thank you.

@CustomerFirst2 @virginmedia My complaints started long before I deemed the service received unworthy and I am not going to renew a rolling contract simply so I can continue a complaint - natural to leave with these types of issues. Now that I am not technically with them they ignore my attempts at contact

@virginmedia While I appreciate the fact the broken external cabling is beyond control when installing we are now 11 days in with no communication, having to beg people to fill in extra care hours via agency or have family off work to attend. We just want to know when this will be sorted...

@virginmedia 4 days with no Catch up or On Demand service, no error messages just a blank box where the menu should be. Resets not working. I would call you but as always I’ve never had a phone line that works. Thought you were better than sky but think it’s time to give BT a go

Trying to sort out a WiFi boost through the @virginmedia connect app. Glitchy, inconsistent and a poor customer experience would be my review! One screen says the booster is free; another says it’s £3/month extra; another says my bill will increase by £18/month

@virginmedia Called tech support and was told they would send an engineer out tomorrow 4-7pm (that’s 3hrs plus outside her norm - if they stick to those hrs, they haven’t before) plus the engineer installing knows. We need the to know what is happening with the construction team and how fast

@virginmedia ...we are both disabled and carer dependant to even open our front doors. Her mobile signal is poor there and she has had to call ambulances out several times a year in critical condition. We were promised from the start the phone install would be seamless and now it could...

@virginmedia Net & phone install was 08/03. Despite 4 visits to the house and knowing the phone cable is broken outside the building we have still got no word when the construction team might get round to us. This is my acc but at my mothers property (she isn’t gd with tech)....

@virginmedia Thanks, It states there is issues with TV not broadband. My internet is back on for now.

@virginmedia ya ******* internet is shit, WiFi goes off more than me ******* light switch, quicker using the bastard post !

@virginmedia We did and spent 30 minutes to an hour on hold due to an issue you failed to contact us on #wasteoftime #lossofearnings #willfindanewprovider

@virginmedia Are you being serious the cable is running over the top of tree roots in the garden.. The installation is terrible. How somebody could leave a job like that is beyond me